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Do you have a question that we haven't answered here? Send us an e-mail at thepawhaus@gmail.com or call us at 403-472-1919.  We will get an answer to you within 24 hours.

Frequently Asked Questions:

• Where is your store?
• What if I need to contact you?
• How can I place an order?
• What are your shipping methods?
• How can I qualify for Free Shipping?
• Do I have to pay tax or duty?
• Can I make an exchange or return?
• Why does it seem like some of your products more expensive than large retail chains?
• What if my package is damaged?
• What if my order is non-deliverable, refused or unclaimed?
• What if Pawhaus is Out of Stock?
• How do I use a Coupon Code?
• How do I figure out sizing?
• How can I find out about Pawhaus sale events?
• What is Pre-Order?
• What is your Green Policy?
• Who is the Pawhaus and why should I shop with you?

Where is your store? TOP

We are located in Calgary, Alberta Canada but we do not have a storefront.  The best thing about shopping at the Pawhaus is that you don't have to worry about when we close, if we are open on holidays or how to get here.  We are always at your fingertips!

What if I need to contact you? TOP

You can e-mail us or call us at 403-472-1919 and we will respond to you as soon as possible.  Please leave us a message when you call, as we are not always able to get to the phone, but will always call you back right away.

How can I place an order? TOP

Ordering on-line has gotten so much simpler! All you have to do is browse through our website for products for your dog or cat and add the items you would like to purchase in your shopping cart.  When you are ready, proceed to the checkout and you will start the process to pay in a safe and secure cart system.  

All prices in listed in Canadian dollars. Credit Card and other payment details are collected using a SSL secured server.  We accept Visa, Mastercard and Payments via Paypal.  If you are not comfortable with ordering on-line contact us and we can complete your order by phone or fax.

What are your shipping methods? TOP

Products are generally shipped out within 1-2 days of purchase date via Canada Post (or other comparable shipping companies) and we will do our best to provide you with a tracking number. Shipping charges as follows:

Local Calgary deliveries: Free shipping  

Various products may be shipped separately and from different locations but you will always only be charged for one shipping rate. Duty and taxes may be applied upon receipt and will be the responsibility of the customer. International orders must email us before ordering for additional shipping rates.

How can I qualify for Free Shipping? TOP

You can qualify for FREE SHIPPING if you total purchase amount is over $99.00.

If you live in Calgary, Alberta - you also automactically qualify for FREE SHIPPING!

Do I have to pay tax or duty? TOP

Items purchased and shipped to addresses within Canada are subject to applicable sales tax (5%) and because we are located in Alberta - we do not have an additional sales tax (no PST).  Duty and Taxes may be applied upon receipt of items that are shipped from alternative countries and will be the responsibility of the customer.

Can I make an exchange or return? TOP

We want you to be satisfied with your purchase. If any Pawhaus product fails to meet your expectations, please contact us immediately to discuss the next course of action.

All toys, supplements, beds, carriers, mats, couch covers, blankets and carseats are FINAL SALE.  This policy has been implemented due to health reasons and dogs' adversions and tendencies to mark products that have the scent of another animal on them. We want to ensure that all of these products are unused for your pet! Additionally, personalized items are not able to be returned.

Should you wish to exchange an item, please contact us immediately to discuss the method of return and options. After receiving and inspecting the returned item, we will glady reimburse your credit card for the purchase price of the item, less any charged shipping fees, or send you a replacement item for exchange. Please note that shipping fees are non-refundable.

To qualify for a refund, all items must be returned in its original condition, including the original packaging, containers, documentation, warranty cards, manuals, and/or accessories within 7 days of receiving your delivery. Please do not mark or deface original manufacturer packaging in any manner. We will not accept returns if the packaging is not in its original condition and will return such items to you. If you reject that return shipment, Pawhaus reserves the right to liquidate the inventory and withhold credit.

At Pawhaus, we strive to provide great customer service and treat every situation personally. We wish we could accept all exchanges and returns without any questions or limitations, but that is just not possible. Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.

Why does it seem like some of your products more expensive than large retail chains? TOP

Quite simply, you get what you pay for.  Dog products at major retail chains are often limited quality and durability, so while the price you pay up front seems like a good deal, in the long-term you will pay more having to replace items more frequently.

Pawhaus looks for and offers high-quality, natural and exceptional products at reasonable prices.  And with an emphasis on style and function, you can be sure that our products will be long-lasting as well as head-turning.

What if my package is damaged? TOP

Please inspect your order upon receipt. Packages that are obviously damaged should be refused and left with the carrier as it is their responsibility for damage occurring in transit. If the condition of the package is questionable, make sure that the carrier makes note of it before you sign the delivery record. Failure to do so will make any future claim more difficult and possibly void the claim. Please inform Pawhaus immediately if you receive a damaged shipment

What if my order is non-deliverable, refused or unclaimed? TOP

If an order is returned, refused or unclaimed by the customer due to customer refusal, negligence, absence, or customer providing incorrect shipping information (invalid, unknown or insufficient address), we will attempt contact you via telephone and/or email to resolve the order. If no response is received, the customer will be charged the appropriate shipping charges and a 20% restocking fee. Please make sure that the shipping information on your order is correct and that someone will be available to receive your package. All orders that require re-shipping at the request of the customer, whether for returned, refused, unclaimed, or undeliverable packages, will require an additional re-shipping charge.

What if Pawhaus is Out of Stock? TOP

Occasionally, we may take your order and consequently discover that the item is not available for shipping (i.e., it is back-ordered, sold out, damaged or defective). In such cases, we will notify you via email of the status and do our best to fulfill the order as soon as possible. You will also have the option to cancel the order.  *Please note that your credit card will be charged at the time of the order.

Product availability is subject to change without notice. We do our best to correct errors when discovered, and we reserve the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).

If we are listing a product as Out of Stock - feel free to contact us and we will do our best to let you know when it will arrive. 

How do I use a Coupon Code? TOP

Special offers are available through various marketing partners or advertisements along with a special code to be applied in order to receive the discount.  If you haven't received a direct link to our site with the coupon code imbeded - then all you have to do is, before you start adding items to your cart, enter in the Coupon Code in the box on the lower, left side of the screen.  A message will appear at the top of the screen to let you know that the discount amount will be applied.

If you don't have any coupon codes but would like to receive a discount, sign up for our E-Newsletter  and get special offers sent throughout the year.

How do I figure out sizing? TOP

Each product should have a link to a specific size chart (just above the add to cart button).  Check out the information for the product you are interested in and measure you pup (or kitty) to make sure you are ordering the correct one.  If you still aren't sure feel free to contact us and we will help as best we can.

How can I find out about Pawhaus sale events? TOP

Simple - sign up for our E-Newsletter and wait for the information to come to you!  Just go to the Newsletter page, enter your email address and click "Subscribe".  We will only send out an email to you (and never, ever, ever sell it) once a month for our monthly newsletter and when we are having special events, offeres or sales.

We also offer a "Monday Madness" event each week which will feature a product at a special price or offer.  This event lasts all week, and each Monday we post a new deal.

What is Pre-Order? TOP

From time to time - we will get really excited about a new product coming in and we will add it to the website before we receive it as a Pre-Order so that you have a chance to get excited too!  *Please note that your credit card will be charged at the time of the order.

What is your Green Policy? TOP

As a small business, we know that it's important to work with environmentally friendly companies, promote eco-friendly pet products on our site and do our best to improve our own corporate environmental awareness.  As Pawhaus grows over the years, we learn that promoting environmentally friendly products and processes is not only good for the planet – it is a sound business decision.

Who is the Pawhaus and why should I shop with you? TOP

The Pawhaus Pet Boutique is a small boutique shop that provides premium products for your pets.  We scour the pet industry's suppliers for the highest quality and most stylish products and do our best to get them to you.  Like you, we are pet owners who consider our furry ones part of the family and think they deserve the best there is to offer.

You should shop with Pawhaus because we know that odd little rush of "oh my gosh, that's so cute!" and "they need THAT!" and we are always looking for unique items of the highest quality, items that you won't find at the major retail stores.  Our reputation depends on it.